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Give your employees a personal trouble shooter-with iSupport. From simple bug fixes to more complex remote maintenance tasks, you can improve first-time resolution of trouble tickets.
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.instantly and efficiently.
iSupport is your best bet for efficient response to a call for help-be it an urgent retrieval of a file from the chief executive's laptop or routine upgrades with the latest patches and bug fixes.
From a simple 'how-to' set of instructions to complex problems requiring the support professional to temporarily take control of your computer remotely, iSupport live chat is a user-friendly way to boost first-time resolution of trouble tickets.
Our technical staff find live chat extremely helpful for ongoing support to end users. Often, iSupport live chat can prove superior to telephone calls, for not all users or support professionals are fluent in conversational English. |
.efficiently to assist multiple visitors.
Not only can one of our analysts assist multiple users at the same time, but iSupport also eliminates frustrating call holds that happen on most telephone calls for help. This will allow you to streamline your staff, and give more time to your employees to multi-task.
This also means your staff are not tied to a telephone while their problem is being resolved-especially useful if they are required only intermittently while the support professional takes over. |
.and generate data based on client requirements.
Graphic charts and reports let you see exactly the number of requests per day, requests per department, and system performance. The executive dashboard puts you in command and shows you escalation rates, First time call resolution rates, number of broken calls.
Reports that you can generate include Keyword report-tracks keywords entered into search engines, the referral link, and the landing page; Operator activity report-total number of chats, invites, instant messaging segments, and percentage of chats; Visitor report-individual visitor's host name, IP address, total number of visits, pages viewed, number of chats, and average time on the website; Chat details report-includes chat name, queue, accepting agent, visitor segments, operator segments, start time, waiting time, and average response times; and Website activity report-a summary report. |
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